Field Support Engineer – Western New York

Intellicene • New York, NY

12h • Onsite

About The Position

As a Field Support Engineer, you will install, upgrade, troubleshoot, and support Intellicene’s software suite, which includes: Video Management Systems (VMS) Situational Awareness Platform (Control) Dispatch and Command Center Applications AI-enabled Security Analytics You will also support, install and configure hardware (servers, storage, workstations), integrations, and customer network environments to ensure reliable system performance.

Requirements

• College degree or equivalent practical experience
• Strong troubleshooting and analytical problem-solving skills
• Proven ability to work independently as a self-starter in field-based roles
• Experience supporting enterprise software solutions in LAN/WAN environments
• Hands-on experience with network installation and troubleshooting, including: TCP/IP, VLANs, LAN/WAN Switches, routers, multicast/unicast environments
• Proficiency with Windows Server and Client Operating Systems
• Experience with MS SQL Server and SQL query language
• Familiarity with enterprise hardware and storage technologies (Dell, HP, RAID, NAS/SAN)
• Strong communication skills and professionalism in customer-facing environments

Nice To Haves

• Cybersecurity or forensic experience (malware analysis, threat detection)
• Technical certifications (Cisco, MCSE, etc.)
• Project Management experience or certifications
• Knowledge of VoIP or packet-based communications
• Prior experience supporting government or public-sector customers

Responsibilities

• Install, configure, upgrade, and service Intellicene software at customer sites and remotely
• Provide onsite troubleshooting and rapid issue resolution with minimal disruption
• Support integrations with customer networks, servers, and security infrastructure
• Work directly with NYDOCCS personnel in secure, regulated environments
• Take full ownership of field service issues through closure and escalation when needed
• Deliver onsite customer training as required
• Partner with Customer Success, Sales, and Systems Integrators to scope and deliver professional services
• Maintain strong customer relationships and communicate progress clearly

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level